Operations & Traffic Analyst II
The Reliability Engineering and Operations Insights team provides performance and service availability analysis through active monitoring, data analytics, and incident response. We focus on supporting and improving the production environment through detecting friction points and quantifying the impact to drive prioritization with our engineers and developers. We’re responsible for exposing and surfacing issues across a vast platform utilized by our customers and contact center agents.
Accountable – owns results and drives for further development
Natural Sense of Curiosity – always looks to understand what, why, how
Values Cross-Functional Collaboration – understands the benefit of every role
Has a Bias to Action – is ambitious and acts with urgency
Data-Driven – uses data to support decisions
What you'll do:
Actively monitor the health of Expedia Group systems, customer and agent facing products, and related services
Actively monitor key performance indicators that may range from contact center KPIs, to reliability and resiliency KPIs to business metrics and seek to find anomalies
Identify and escalate disruptions for any customer or agent facing services or applications
Translate business impact on a global scale to support determination of priority for given issue
Engage with external vendors and internal product and technology teams to further analyze and gather information
Provide reporting and analytics of service disruptions and how they impact the business including regular and ad-hoc reporting
Process daily and intraday requests for configuration and provisioning changes to our internal customers
Provide operations support during critical technology changes and incidents
Understand and follow processes and knowledge documents with integrity
Collaborate with other operations and technology teams to understand and stay updated on latest monitoring tools, dashboards, and processes
Build custom alerts, dashboards, and reports based on business need
Assist on various projects and tasks as assigned by leadership
Who you are:
1+ year of experience in an operations role working on web technology, e-commerce products, and/or contact center technology
Flexible working hours to cover all times for support if needed in a 24x7 environment
Experience using agile work management tools such as Jira, Trello, or equivalent
Critical thinking skills and logical reasoning abilities are essential for being effective in the role. Implementing the scientific method with the ability to correlate various data sources (monitoring & reporting tools) to strengthen investigation results with multiple lines of evidence is key
Use of good judgment and attention to detail to identify issues, perform analysis and share findings with engineering and business teams when appropriate
Effective prioritization and execution of tasks in an evolving and dynamic environment
A curious mind and interest to understand the nuances of a highly complex technology stack by performing self-motivated research to learn independently
A strong commitment and willingness to learn as well as share your knowledge with the team is essential to success
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Excellent written and verbal English communication skills
Nice to have:
Familiarity with contact center routing methods and technologies
Understanding of end-user experiences on live sites such as Expedia.com and Agent customer management tools
Ability to apply quality customer service for global internal and external team members by phone or email
Experience in data analytics and visualization
Experience with Application Performance Monitoring tools such as Grafana, Splunk and Catchpoint
Familiarity with distributed systems in cloud such as: AWS, Google Cloud, Azure. As well as familiarity with related tools, such as CloudWatch, CouldTrail, etc.
Coding/scripting skills to automate manual efforts
*Local area residents only, this role does not offer relocation
Why join us:
Expedia Group recognizes our success is dependent on the success of our people. We are a global travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and bring the world within reach – that responsibility inspires us to be the place where exceptional people want to do their best work and to provide them the tools to do so.
Whether you're applying to work in engineering or customer support, marketing, or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
If you have a hunger to make a difference with one of the most loved brands in the world and to work in the dynamic travel industry, this is the job for you.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, Vrbo®, Orbitz®, Travelocity®, Wotif®, ebookers®,
#LI-LB2Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.